We want to issue a complaint about the VERY BAD experience of me and my friend at Chicago Michigan Avenue Applestore. Me and my friends were huge fans of Apple, but not any more after this greatly disappointed customer experience unless we heard responsive replies from Apple.
The thing happened 3 days ago, when my friend's (2016) 15' Macbook Pro has a display issue so we made an appointment at the genius bar of Michigan Avenue Applestore. We went there but the guy at genius bar didn't check it thoroughly at the first place and then he soon suspected there may be a hardware issue, and may lead to a screen replacement which costs 800 dollars. We agreed for his taking the Mac for further investigations which, as he said, may take 4 days. But he replied at 9AM the next day said he confirmed a hardware issue and the Mac's screen should be replaced. But he wouldn't give any answer for what exactly the issue is and why we need to replace the display but "we can't confirm the specific reason here, it may be blablabla". So that's where thing goes weird, we dropped our MacBook Pro at 7PM and he replied at 9AM the next morning and suggested us to replace the screen for no specific reasons. We'd like to pay for screen replacement if we were told the detailed reasons and necessity for replacement. I think that's our right as customers. But we felt like we're induced to pay for otherwise we shouldn't. At the end of the day, we decided to send the Mac for screen replacement anyway. Today, we're notified that the Mac is ready to pick up. So we went there to pick up the repaired Mac and talked with the manager. The manager still gave us no specific explanations but "Your screen has hardware issue and that’s why we got it replaced. But still we don't know the issue details." But even we got screen replaced, we still don't know what exactly leads to the screen malfunction.
And the manager even ridiculously think we're complaining because the checking goes to fast.
All we want to know is why the screen is broken, why we need to replace the screens and how are we supposed to do to prevent similar issue happened in the future. All we got from the manager are irrelevant responses. And we have found there is a specific program for 2016 MacBook Pro to take care of potential backlight issue of retina screens but this is for 13’’ only not for 15’’. We’re wondering if our situation applies is the same as MacPro 13’’ because the screen suddenly goes died without any signs.
----the following message updated 1 week later:
My keyboard is broken now, after ~900 usd paid on replacing the display.
Now I have to buy a new 13inch mac air. I will try my best to prevent buying any new mac(1st generation) releases...
